Customer Manager Review
at RSA Group
Level 3 Apprenticeship
Insurance and Risk Management
Peterborough
Review Submitted: March 2022
Overall Rating
3.7 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
4/5
-
Overview of Role
4/5
-
Skills Development
3.2/5
-
Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
4/5
I work in Sales and Service, thus day to day role involves general administration, including selling policies, retaining customers, amending address, filing and resolving complaints. Referring complex cases to the underwriters, liaising with claims and counter fraud unit for fraudulent policies or identity thefts and speaking to accounts team for account related issues.
To what extent do you enjoy your programme?
4/5
I have learnt many new aspects of my job role and how everything ties into it, for instance as part of my daily job role, each month I have to undertake and pass a e-learning module on subjects such as recognising fraud, anti-money launder and sanctions, control environment, conduct rules and complaints handling. This is a FCA requirement and is mandatory learning which I wasn't aware of prior to starting the programme.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
My communication and interpersonal skills have developed further and I have learnt how to work the accounts system, I have grown in confidence since starting the job role. I handle and resolve complaints myself and have achieved my B license meaning I have more authority e.g. in issuing backdated cancellations, refunds under £1000.
Structure and Support
How well organised/structured is your programme?
3/5
There is a wide range of learning from assignments to undertaking exams. There are several workshops throughout the year, 1-1 meetings with the team coach, so it is well structured. Personally I have enjoyed the workshops and assignments. We also have revisionmate to do mock exams and Thrive learning platform.
How much support do you receive from your employer?
3/5
Ideally it would be nice to have longer learning hours, but support has been good. I am getting the weekly time off, which I use to study activities ranging between writing up my assignments, doing mock exams, attending workshops, study using the textbook and watching videos on Thrive and previous workshops.
How much support do you receive from your training provider when working towards your qualifications?
4/5
Support has been great, especially from my apprentice coach, she has been very understanding, patient and supportive. She addresses concerns I have, provides feedback where required for instance, I did not know how to navigate the One File app to update my timesheets on there, my apprentice coach assisted with this and explained how to use Thrive too.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
It has helped me understand my daily job role, I have learnt why I am required to do certain things, for example why we have to read out the regulatory wording, why we have to undertake monthly e-learning modules, CPD recording, handling of complaints and EODs and why calls have to be recorded.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
2/5
Sadly I have not had any extra-curricular activities where I could get involved in. It would be interesting to take part or attend social activities and networking events. Maybe getting a day off to fundraise for a charity or a team day out to a care home to give fundraised gifts to residents.
Recommendations & Advice
Would you recommend RSA Group to a friend?
Yes
Why?
There are different variety of job roles and work environment is relaxed, casual wear can be work, flexible timings and even better now that you can work from home. You also get to progress in your role, or can subscribe to be aware of any new job roles that come up.
What tips or advice would you give to others applying to RSA Group?
Read the job description and not to be scared, the job role is not difficult, you just need to have confidence and good attention to detail and communication skills. Also be prepared to be shouted down the phone by customers, make good friends with colleagues and get to do a wide range of job tasks.
